Sound familiar?
- Staff interrupt the office manager every time something breaks
- Someone is locked out of Microsoft 365 after changing their phone
- Passwords are written on sticky notes because resets are a hassle
- Problems get mentioned in passing and never actually fixed
Key facts
- Included in the Complete plan at £99 a month + VAT
- Staff contact us directly: phone 01623 650333, support@dijitul.uk or clients.dijitul.uk
- Covers Microsoft 365, Outlook, Teams, OneDrive, passwords, MFA, printers and devices
- Every request is logged as a ticket so nothing gets lost
- Most requests are resolved remotely
- Without a plan, help is £45 an hour + VAT
A helpdesk your whole team can use
In most small offices, IT questions all land on one person. They are not paid to do IT, but they end up resetting passwords and chasing printer engineers. An outsourced helpdesk moves those requests to people who do this every day.
With the dijitul Complete plan, anyone on your team can contact us directly. Each request becomes a ticket in our system, so it is tracked from first message to fix. You can see what has been raised through the client portal at clients.dijitul.uk. For everything else we support, see our main IT support page.
The questions we answer most
- 'I have a new phone and cannot log in': the Microsoft Authenticator app did not move across. We reset MFA registration so they can set it up again. See password and MFA setup.
- 'Outlook is asking for my password again': usually a cached credential or a profile problem. See Outlook support.
- 'I cannot see the shared accounts inbox': missing Full Access permission or auto-mapping not yet applied.
- 'Teams has no sound on calls': wrong audio device selected, or a headset driver issue. See Teams support.
- 'My files are not syncing': OneDrive paused, a file path too long, or the sync client signed out. See SharePoint and OneDrive support.
- 'The printer is not working': see printer support.
Microsoft 365 admin as part of the helpdesk
Many helpdesk requests are really admin tasks: adding a user to a distribution list, giving someone Send As rights on a shared mailbox, restoring a deleted file from the OneDrive recycle bin, or setting an out-of-office for someone who is off sick. We handle these in the Microsoft 365 admin centre and Exchange admin centre so your staff do not need admin rights themselves, which is safer. Read more on Microsoft 365 support.
How to raise a good helpdesk request
A clear request gets a faster fix. When your staff contact the dijitul helpdesk, it helps to include:
- Who is affected: one person, several, or everyone.
- What they see: the exact error message, or a screenshot. On Windows, Windows key + Shift + S opens the Snipping Tool; on a Mac, use Command + Shift + 4.
- When it started, and whether anything changed, such as an update, a new password or a new phone.
- What they have tried, so we do not repeat it.
- How urgent it is: a single user unable to print is different from nobody being able to send email.
None of this is required, and we will ask the questions if needed, but it shortens the time spent on each ticket and so stretches your included hours further.
How the helpdesk is paid for
The helpdesk is part of the Complete plan at £99 a month + VAT, which includes 3 hours of work each month and priority support. Most helpdesk tickets take 10 to 20 minutes, so 3 hours goes further than it sounds. If a month runs over, extra time is £45 an hour + VAT.
If you do not want a plan, your staff can still contact us and we bill ad-hoc at £45 an hour + VAT, with a 30-minute minimum then 15-minute blocks. For larger teams with lots of daily requests, managed IT services explains how we scope that. See the pricing page for all options.
Setting up the helpdesk for your team
When you join, we add your staff as contacts, agree who can approve things like new licences or purchases, and send everyone a short note on how to raise a ticket. We also record your setup: the Microsoft 365 tenant, your DNS host, your router and your printers. That way, when a staff member says 'the printer upstairs', we already know which one they mean. Helping someone new? See new starter IT setup.
What it costs
Support plans from £25 a month + VAT, or £45 an hour + VAT for one-off fixes. Pick a plan if you want it looked after every month, or pay by the hour for a one-off job.
Essential
Keep it updated, backed up and watched.
- Website software updates (core, plugins, themes) applied and checked
- Daily backups
- Uptime monitoring
- Security monitoring
Business
Updates plus an hour of fixes every month.
- Everything in Essential
- 1 hour of fixes or changes every month
- Priority support
Complete
Website and your team's IT, covered.
- Everything in Business
- 3 hours of fixes or changes every month
- IT and Microsoft 365 helpdesk for your team
No plan? The first 30 minutes are the minimum charge, then we bill in 15-minute blocks.
Frequently asked questions
Can my staff contact dijitul directly?
Yes. On the Complete plan, any authorised member of your team can phone 01623 650333, email support@dijitul.uk or raise a ticket at clients.dijitul.uk. You decide who can approve spending or licence changes.
How much does an outsourced IT helpdesk cost?
dijitul's helpdesk is included in the Complete plan at £99 a month + VAT, with 3 hours of work a month and priority support. Without a plan, help is £45 an hour + VAT with a 30-minute minimum.
What can the helpdesk help with?
dijitul's helpdesk covers Microsoft 365 and Google Workspace accounts, Outlook, Teams, OneDrive, passwords and MFA, printers, Windows PCs, Macs, Wi-Fi and everyday software problems. If a request is outside what we support, such as a specialist line-of-business system, we say so and help you contact the right vendor.
Can you reset passwords and MFA?
Yes. dijitul can reset passwords and require MFA re-registration in the Microsoft 365 admin centre or Microsoft Entra ID, after confirming the request genuinely comes from your staff member. We confirm identity first because password reset requests are a common route for social engineering attacks.
Do staff need admin rights on their computers?
No, and it is safer if they do not. dijitul handles installs and admin tasks so day-to-day accounts stay as standard users, which limits damage if an account is phished.
Related
Hand it over and stop worrying
Updates, backups, monitoring and fixes from £25 a month + VAT. Real UK people on the phone.